Please help with a suspended account
You may like to see this thread if you want to know the background to the thread
Amazon have rejected my plan of action 4 times and have moved away from the very reason my account was suspended. My first two {KIKA’S, that has for worked everybody} POA were rejected because i did not explain the root cause of the problem or what i will do to avoid the problem happening, was not good enough.
On my third attempt, i spent hours writing something i believed that would work after studying all their rejection emails. However, i was shocked to receive an email that not only insulted me but has come up with another issue with my account.
Hello,
**Our review of your account found the plan provided is a recycled plan or a plan submitted before **
Please provide a new more specific plan of action as previous plan of actions are not eligible for reinstatement of the account.
We appreciate the information you have provided. However, a review of your account indicates you have listed against detail pages that do not exactly match your items. Before we can consider reinstatement of your selling privileges, please provide us with a detailed account of the steps you will take to ensure your listings comply with our policies.
Needless to deny that i did not copy and pasted a recycled plan of action this time. I wrote everything myself and not too happy to be accused like that. Again the idea that i listed some products against a different page detail is new to me. I sell printers and my chance of selling them is listing them accurately. I never had any complain from anybody claiming to have purchased a canon printer and received hp.
Anyways, i sent out my fourth plan of account, believing that i should be given an award for it. Here is the part i mentioned what i will do to correct the listing problem.
I have brought in more staffs to help correct all affected items that are not listed in the correct pages with matching details. I will remove any product that does not exactly match the page it is listed. These new staffs will work on all our listing, making sure they are listed in the proper pages with correct details.
Here is amazon’s reply that.
Hello,
We appreciate the information you have provided. However, a review of your account indicates you have listed against detail pages that do not accurately describe your items or are not in accordance with our Condition Guidelines. Before we can consider reinstatement of your selling privileges, please provide us with a detailed account of the steps you will take to ensure your listings comply with our policies.
So what do i do to provide them with what is needed here, to regain my account. Please post something that could help me. i have nothing in my head left to write again, i have ran out of plan of action. i will need all the help i can find from here.
Thank you so far for your help and suggestions.
29 replies
Seller_AaTSN0AimLp9O
As you’ve asked I’ll say it as I see it.
It’s poorly written ( staffs???), you keep repeating what you might do rather than what you have done.
Would I believe your plan of action is true and you wouldn’t offend again. Nope.
Seller_EJIX7rqDNQJi2
You should continue posting in the original thread so everyone can see the entire discussion regarding the suspension from the beginning.
Seller_7UG9Xq4VHqcOZ
Hi
My advice is listen to Kika. I am living proof of being suspended and getting back on. I couldn’t write a plan - Kika did for me and I then tailored it to my own circumstances. I had exactly the same issues as you did. She is dynamite at sorting this out for you. Good luck !
Seller_LLygqW19Oi1pq
Original suspension notice
Hello,
Your Amazon Seller account has been deactivated. Your listings have been removed. Funds will not be transferred to you but will be held in your account while we work with you to address this issue. Please ship any open orders to avoid further impact to your account.
Why is this happening?
Your order defect rate exceeded the target of 1%. Amazon’s Order Defect Rate Policy can be found at https://sellercentral-europe.amazon.com/gp/help/200285170.
How do I reactivate my account?
Please review your orders to determine the cause of the issues. You can appeal any A-to-z claim, negative customer feedback, or service chargeback that you believe should not be counted in your order defect rate by visiting the following links:
– Appeal A-to-z Claims: https://sellercentral.amazon.co.uk/gp/help/G202041210
– Request removal of seller feedback: https://sellercentral.amazon.co.uk/gp/help/20231
– Appeal Chargeback Claims: https://sellercentral.amazon.co.uk/gp/help/G202145040
Additionally, please send a plan of action that explains:
– The root cause(s) of A-to-z claims, negative feedback and service chargebacks.
– The actions you have taken to resolve A-to-z claims, negative feedback and service chargebacks.
– The steps you have taken to prevent A-to-z claims, negative feedback and service chargebacks going forward.
How do I send the required information?
Submit this information at https://sellercentral.amazon.co.uk/performance/notifications?ref=ah_em_op
Seller_aUIEISxGXnsGt
Perhaps Next Time You Submit A Plan… You Could Try Taking A Little Salt And Throwing It Over Yer Left Shoulder… Whilst At The Same Time… Clicking Both Your Heels Together 3 Times…
Seller_LLygqW19Oi1pq
LATEST PLAN OF ACTION
Recently my order defect rate has gone extremely high because of issues with some orders not delivered in time and buyers’ dissatisfaction with item received. These orders were not delivered in time because of our failure to process them within our own specified handling time. The courier company I use currently have not always provided me with proof of delivery with signature.
I received an A-Z claim due to non-delivery of one order and my failure to issue a refund when I become aware of this fact. I received a negative feedback, for cancelling an order due to material difference and another negative feedback for not issuing a partial refund for a returned order.
Some of my listings are not listed according amazon listing policy, I have listed some items against detail pages that do not match our items. This failure was caused by the fact I did not carefully read the page details to be sure it matches the item being listed in that page.
I have carefully studied these failures and have resolved all issues to date. I have issued a partial refund to cover the cost of return paid by a buyer. I have also issued other refunds for all returned or orders that were not delivered.
I sent messages of apologies to a buyer whose orders were cancelled due to item not properly listed with the correct detail pages.
Amazon have already closed an atoz claim and I have apologised to the customer.
All products listed in the incorrect pages with product details that does not match our product will be amended or removed once I have access to our account.
I have brought in more staffs to help correct all affected items that are not listed in the correct detail pages. I will remove any product that does not exactly match the page it is listed. These new staffs will work on all our listing, making sure they are listed in the proper pages with correct details.
My handling time will be extended to 5 days as soon as you reopen my account. The longer handling time will give me enough to process all orders and deliver them in time.
I will ship all items with a courier that will provide me with a good tracking information and a proof of delivery with signature. I will track all delivery at the end of delivery period and immediately refund any order that is not delivered within the estimated time.
I will personally resolve any issues relating to late delivery or non-delivery before it leads to a negative feedback or claim.
I have used this period to read all Amazon selling and listing policies. I am certain that I will not violate them again. I will double my effort to ensure that I do not break these policies ever again.
AMAZON RESPONSE
Hello,
We appreciate the information you have provided. However, a review of your account indicates you have listed against detail pages that do not accurately describe your items or are not in accordance with our Condition Guidelines. Before we can consider reinstatement of your selling privileges, please provide us with a detailed account of the steps you will take to ensure your listings comply with our policies.
All sellers are responsible for listing items on a product detail page that accurately describes the item in all respects. This includes, among other aspects, brand, manufacturer, UPC, model number, edition, quantity, packaging, and color. Sellers are also responsible for listing their items in accordance with our Condition Guidelines. We developed these guidelines to help set the same expectation of an item and its condition between a buyer and a seller.
Seller_ubkVSkDCpAwbe
Surely you need to say something like this:
For offending ASIN numbers xxxx yyyy and zzz
- I have deleted them from my inventory.
- I will create a new listing based on the features and benefits of that same item.
- I will ensure that any new inventory I list are either created fresh or attached to an existing listing only if the barcode is exactly the same.
- I wont do it again and apologise for any inconvenience caused.
Seller_LLygqW19Oi1pq
Dear Amazon Account Health Team,
Thank you for giving me the opportunity to address issues on my Seller Account that has led to my order defect rate exceeding an accepted target of 1%. I must also apologise for having to appealing this case many times without really dealing with the root cause of the problem.
Recently some buyers have reported issues regarding the products they received. I have received negative feedback for item not as described and received a claim for the same reason as well.
After carefully reviewing my account and recent orders I have determined that these complaints were caused by insufficient product description and packaging. Items were wrongly listed in a page that do not match products.
The product pages for these ASIIN, B0099MS8M2, B008UP012W and B00LV5J63K included incorrect product details and images that do not accurately match actual products.
All these printers were not listed accurately to describe their actual conditions.
I have already resolved all issues with buyers by accepting all return requests. I have issued full or partial refund to all affected customers.
I have reviewed affected products and removed them from my inventory.
I will further review all my inventories to remove any product that is not listed according the page details. I will add texts or images to show the actual product in stock.
I will ensure that any new inventory I list are either created fresh or attached to an existing listing only if the barcode is the same.
I will make sure that all items are packaged securely to prevent damage on transit.
I believe that my plan of action sufficiently addresses the issue and I am now looking forward to reopening of account
My latest plan of action, i have not submitted it, so feel free to suggest anything.
Seller_LLygqW19Oi1pq
I submitted this POA, this morning
Thank you for giving me the opportunity to address issues on my Seller Account that has led to my order defect rate exceeding an accepted target of 1%.
Recently some buyers have reported issues regarding the products they received. I have received negative feedback for item not as described and cancelled order.
After carefully reviewing my account and recent orders I have determined that these complaints were caused by insufficient product description and packaging. Items were wrongly listed in a page that do not match products.
The product pages for these ASIIN, B0099MS8M2, B008UP012W and B00LV5J63K included incorrect product details and has resulted in customer’s dissatisfaction and negative feedback. These printers were not listed accurately to describe their actual conditions.
I have already resolved all issues with buyers by accepting all return requests. I have issued full or partial refund to all affected customers.
I have reviewed affected products and removed them from my inventory.
I will monitor my inventory on a regular basis to ensure that the listings remain accurate.
I will ensure that any new inventory I list are either created fresh or attached to an existing listing only if the barcode is the same.
I will make sure that all items are packaged securely to prevent damage on transit.
I believe that my plan of action sufficiently addresses the issue and I am now looking forward to the reopening of account.
And received this response
Dear,
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root cause(s) of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
Seller_LLygqW19Oi1pq
First response to the my first poa {31/12/2018}
Dear
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root cause(s)
– Greater detail on the actions you have taken to resolve
– Greater detail on the steps you have taken to prevent
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
How do I send the required information?
Submit this information at https://sellercentral-europe.amazon.com/cu/contact-us.
What happens if I do not send the requested information?
If we do not receive the requested information within 14 days of the original notification, your account will remain deactivated
Second response on my poa on 08/01/2019
Hello,
We appreciate the information you have provided. However, a review of your account indicates you have listed against detail pages that do not exactly match your items. Before we can consider reinstatement of your selling privileges, please provide us with a detailed account of the steps you will take to ensure your listings comply with our policies.
Some of your buyers have not received their orders on time. Explain how you will prevent non-receipt and late-receipt complaints in the future.
All sellers are responsible for listing items on a product detail page that accurately describes the item in all respects. This includes, among other aspects, brand, manufacturer, UPC, model number, edition, quantity, packaging, and color. Sellers cannot list an item that does not match the detail page even if the differences are described in the listing comments.
What you can do
Respond to this message with a plan of action that includes the following:
- Description of the issues that caused the complaints.
- Explanation of the steps you have taken to resolve the issues and ensure that similar complaints won’t happen again.
- Any additional details you would like us to know.
For information on creating and submitting your plan, search “Appeal the Removal of Selling Privileges” in Seller Central Help.
amazon response on my third poa on 10/01/2019
Hello,
Our review of your account found the plan provided is a recycled plan or a plan submitted before
Please provide a new more specific plan of action as previous plan of actions are not eligible for reinstatement of the account.
We appreciate the information you have provided. However, a review of your account indicates you have listed against detail pages that do not exactly match your items. Before we can consider reinstatement of your selling privileges, please provide us with a detailed account of the steps you will take to ensure your listings comply with our policies.
All sellers are responsible for listing items on a product detail page that accurately describes the item in all respects. This includes, among other aspects, brand, manufacturer, UPC, model number, edition, quantity, packaging, and color. Sellers cannot list an item that does not match the detail page even if the differences are described in the listing comments.
What you can do
Respond to this message with a plan of action that includes the following:
- Description of the issues that caused the complaints.
- Explanation of the steps you have taken to resolve the issues and ensure that similar complaints won’t happen again.
– Greater detail on the root cause(s) of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
Fourth response on 12/01/2019
Hello,
We appreciate the information you have provided. However, a review of your account indicates you have listed against detail pages that do not accurately describe your items or are not in accordance with our Condition Guidelines. Before we can consider reinstatement of your selling privileges, please provide us with a detailed account of the steps you will take to ensure your listings comply with our policies.
All sellers are responsible for listing items on a product detail page that accurately describes the item in all respects. This includes, among other aspects, brand, manufacturer, UPC, model number, edition, quantity, packaging, and color. Sellers are also responsible for listing their items in accordance with our Condition Guidelines. We developed these guidelines to help set the same expectation of an item and its condition between a buyer and a seller.
What you can do
Respond to this message with a plan of action that includes the following:
- Description of the issues that caused the complaints.
- Explanation of the steps you have taken to resolve the issues and ensure that similar complaints won’t happen again.
- Any additional details you would like us to know.
And today’s response
Dear,
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root cause(s) of buyers not receiving orders or late receipt of orders.
– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
We appreciate the information you have provided. However, a review of your account indicates you have listed against detail pages that do not exactly match your items. Before we can consider reinstatement of your selling privileges, please provide us with a detailed account of the steps you will take to ensure your listings comply with our policies.
